Expert(e) en support technique -Windows / Technical Support Expert - Windows

Microsoft

About The Position

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world. Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment. In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer, you will own, troubleshoot, and solve customers’ technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and develop your technical proficiency. Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Requirements

Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ years of technical support, technical consulting experience, or information technology experience OR 3+ years of technical support, technical consulting experience, or information technology experience OR equivalent experience.
At Microsoft, you will be working in an integrated fashion with colleagues around the world. To facilitate this collaboration, knowledge of English is required for this role. Proficiency in verbal and written communication in French is required for candidates residing in Quebec, otherwise it is considered an asset.
This position requires verification of citizenship due to citizenship-based legal restrictions.
Specifically, this position supports Canadian federal, provincial, and/or local Canadian government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate’s citizenship will be verified with a valid passport.
Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

Nice To Haves

Microsoft Technology Certifications
Windows System Administration, Configuration, including a good basic understanding of:
Registry
User Accounts and Access Control
Event Logs and Auditing
Networking (TCP, IP)
User Profile management
Kerberos and delegation
Public Key Infrastructure (PKI) deployment and management
Group Policy management.
DNS deployment/management
Active Directory topology and management, AD Replication.
User Accounts & Access Control

Responsibilities

Reviews complex issues and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools to help resolve customer issues.
Resolves customer issues through problem solving, collaboration, and research. May take escalated issues as needed. Documents technical work and research.
Performs in-depth product troubleshooting and remediation when needed.
Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.
Assists in the implementation of end-to-end readiness programs. Develops readiness content. Mentors new Technical Support Experts. Develops intermediate level competence on support topics.
Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement.
Identifies potential defects and escalates to more senior engineers to resolve.
Applies broad knowledge of automated tools being used across other technologies and products. Provides feedback for tool improvement.
Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly.
Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team.